shows that the linear relationship is larger and linear regression analysis may be appropriate. On the other hand, if there is also a large correlation between the independent variables, it is also a sign that there may be multicollinearity between them in the model we are considering.
Table 2.26. Testing the correlation between independent variables and dependent variables
TC | DU | NL | DC | HH | Y | ||
Correlation coefficient | 1 | ||||||
TCSig. | |||||||
Correlation coefficient | 0.256 | 1 | |||||
DU Sig. | 0.000 | ||||||
Correlation coefficient | 0.302 | 0.222 | 1 | ||||
NLSig. | 0.000 | 0.000 | |||||
Correlation coefficient | 0.275 | 0.252 | 0.567 | 1 | |||
DC Sig. | 0.000 | 0.000 | 0.000 | ||||
Correlation coefficient | 0.289 | 0.261 | 0.159 | 0.128 | 1 | ||
HH Sig. | 0.000 | 0.001 | 0.000 | 0.000 | |||
Correlation coefficient | 0.629 | 0.373 | 0.573 | 0.485 | 0.428 | 1 | |
Y Sig. | 0.000 | 0.000 | 0.000 | 0.000 | 0.000 |
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Source: Data processing with SPSS
Table 2.26, shows that all variables have significance level Sig. < 0.05, so the
All variables are retained for further multiple regression.
b. Regression analysis
After conducting factor analysis, grouping variables by factor, the study continued to conduct regression analysis. The regression model applied by the study is a multivariate regression model to examine the relationship between the dependent variable and the independent variables. When analyzing regression, the results will show the factors affecting the overall assessment of the quality of personal loan services and their level of impact.
Specifically, regression analysis was performed with 5 independent variables: (1) Trust; (2) Responsiveness; (3) Service capacity; (4) Empathy; (5) Tangible means and the dependent variable of general assessment of the quality of personal loan services. The Enter method was used to analyze
regression analysis. The values of the factors used to run the regression are the average values from the factors.
The model is written as follows:
Y = β 0 + β 1 *TC + β 2 *DU + β 3 *NL + β 4 *DC + β 5 *HH + e i
In which: Y: General assessment of the quality of personal loan services; Influencing factors include: TC : Reliability; DU : Responsiveness; NL : Service capacity; DC : Empathy; HH : Tangible means; β i : Regression coefficients (i > 0); β 0 : Constant; e i : Error.
- Evaluate the suitability of the regression model
To evaluate the model's suitability, we use the adjusted coefficient of determination R2 . The adjusted coefficient of determination R2 of this model is 62.4%, showing that the 5 independent variables in the model explain 62.4% of the variation in the dependent variable. With this value, the model's suitability is acceptable.
Table 2.27. Summary model using Enter method
RR 2 Model
R 2 adjustment
Standard error of estimate
Durbin-Watson
1 0.797 0.635 0.624 0.29040 1.902
Source: Data processing with SPSS
- Model fit testing
To test the suitability of the model, we use the F-test and t-test tools. To be able to deduce this model into a model of the population, we need to conduct the F-test through variance analysis.
The hypothesis H 0 is β k = 0. We have Sig. of F = 0.00 < 0.05 so we reject the hypothesis H 0 .
Table 2.28. Test of the appropriateness of the regression model
Model
Total square
df
deviation
Square of the sum of the variances
level of intention
F
Sig meaning.
Regression model
23,815 | 5 | 4,763 | 56,480 | 0.000 | |
Balance | 13,661 | 162 | 0.084 | ||
Total | 37,476 | 167 |
Source: Data processing with SPSS
This means that the combination of the variables present in the model can explain the change in the dependent variable or in other words there is at least one independent variable that affects the dependent variable.
To ensure that the independent variables really have an impact on the dependent variable, we conduct a t-test. With the hypothesis H 0 being the regression coefficient of the independent variables β k = 0 and with a confidence level of 95%. Based on the regression results table using the enter method, we have the Sig value of 5 factors: Reliability; Responsiveness; Service capacity; Empathy; Tangible means, so we reject the hypothesis H 0 : these 5 factors do not explain the dependent variable.
- Regression analysis results and importance of each factor
Regression analysis shows that all 5 factors: Reliability; Responsiveness; Service capacity; Empathy; Tangible means have a positive linear relationship with the overall assessment of the quality of personal loan services for individual customers with the coefficient Sig. < 0.05.
Table 2.29. Results of multiple regression analysis
Model
Unstandardized coefficient
Coefficient
Standard t Sig.
B | Standard error | Beta | |||
(Constant) | -0.183 | 0.252 | -0.727 | 0.468 | |
TC | 0.333 | 0.043 | 0.406 | 7,748 | 0.000 |
DU | 0.090 | 0.043 | 0.108 | 2,110 | 0.036 |
NL | 0.270 | 0.051 | 0.312 | 5,314 | 0.000 |
DC | 0.166 | 0.069 | 0.142 | 2,413 | 0.017 |
HH | 0.206 | 0.048 | 0.215 | 4,250 | 0.000 |
Dependent variable: Overall assessment of personal loan service quality
Source: Data processing with SPSS
Thus, the linear regression equation for the research model can be determined as follows:
Y = -0.183 + 0.333*TC + 0.090*DU + 0.270*NL + 0.166*DC + 0.206*HH
- Results of hypotheses and research models
The model used to test a group of hypotheses about the relationship between the general assessment of the quality of science and technology lending services and factors affecting the quality of science and technology lending services includes 5 independent variables.
Trust
Beta=0.333
Response
Beta=0.090
Service capacity
Beta=0.270
General assessment of the quality of KHCN lending services
Empathy
Beta=0.166
Beta=0.206
Tangible means
The regression results in Table 2.29 show that there are 5 factors affecting the overall assessment of the quality of KHCN lending services, including: Reliability (standardized Beta coefficient is 0.333); Responsiveness (standardized Beta coefficient is 0.090); Service capacity (standardized Beta coefficient is 0.270); Empathy (standardized Beta coefficient is 0.166) and tangible means (standardized Beta coefficient is 0.206). All five factors have positive standardized Beta coefficients, so these variables have a positive impact on the overall assessment of the quality of KHCN lending services at Vietcombank Hue. On the other hand, the five factors affecting the overall assessment of the quality of KHCN lending services at Vietcombank Hue all have a significance level of Sig. < 0.05. Therefore, they have a significant impact on the quality of KHCN lending services at Vietcombank Hue, in which the strongest impact is the trust factor with a standardized Beta coefficient of 0.333.
Figure 2.5. Post-test research model
Source: Data processing with SPSS
This result confirmed that the hypotheses on the relationship between the general assessment of the quality of KHCN lending services at Vietcombank Hue and the factors affecting the quality of KHCN lending services stated in the research model (from hypothesis H 1 to hypothesis H 5 ) were accepted and tested appropriately. From there, Vietcombank Hue needs to focus on further improving these factors to enhance the quality of KHCN lending services.
2.3.5. Assessment of survey subjects on factors of service quality for personal loans
2.3.5.1. Individual customers' evaluation of the quality of personal loan services at Vietcombank Hue
The level of assessment of science and technology on 5 factors affecting quality
KHCN lending services at Vietcombank Hue are presented in the following table.
Table 2.30. Individual customers' assessment of factors affecting the quality of personal loan services
1 | 2 | 3 | 4 | 5 | |
Trust 1 Bank guarantees customer information 0.0 | 8.8 | 51.8 | 37.7 | 1.8 | 3.35 |
The Bank always complies with the relevant terms and conditions. 2 regarding the service as committed (time 0.0 | 21.9 | 62.3 | 10.5 | 5.3 | 3.78 |
providing services, consulting, guarantees, etc.) 3 Banks provide services on time as promised 0.0 | 8.8 | 50.0 | 40.4 | 0.9 | 3.43 |
4 Do you feel secure when making transactions at 0.0? | 14.2 | 56.1 | 22.6 | 7.1 | 3.85 |
5 Banks always provide full information 0.0 | 19.3 | 47.4 | 30.7 | 2.7 | 3.09 |
Response 6 Bank staff serve you quickly 0.0 | 0.0 | 24.5 | 68.4 | 7.1 | 3.78 |
7 Bank staff are ready to advise, answer and 0.0 | 0.0 | 25.4 | 60.5 | 14.0 | 3.74 |
8 Bank employees always serve fairly 0.0 | 8.8 | 60.5 | 28.1 | 2.6 | 3.17 |
Service capacity 9 Bank staff guide procedures 0.0 | 0.0 | 17.5 | 40.4 | 42.1 | 4.02 |
10 Bank staff communicate well, polite, courteous 0.0 | 0.0 | 10.5 | 45.6 | 43.9 | 4.07 |
11 Do you feel safe and confident when doing 0.0 | 0.0 | 12.3 | 57.9 | 29.8 | 4.00 |
12 Bank staff with adequate professional knowledge 0.0 | 0.0 | 6.1 | 50.0 | 43.9 | 4.17 |
13 Bank employees perform transactions 0.0 | 0.0 | 15.8 | 57.0 | 27.2 | 3.94 |
Empathy 14 Bank employees always care about rights 0.0 | 0.0 | 0.9 | 61.4 | 37.7 | 3.13 |
15 You wait for your turn to make a quick transaction 0.0 | 0.0 | 0.9 | 80.7 | 18.4 | 3.04 |
16 Organize promotional programs on occasions 0.0 | 0.0 | 14.9 | 72.8 | 12.3 | 3.91 |
No. Criteria Rating level (%)TBC
well secured and carefully kept
Bank loan
fast, enthusiastic
Respond promptly to all your inquiries
with all customers coming to trade
fast, complete, easy to understand
be nice to customers
currently dealing with the Bank
to advise and answer your questions
Exactly
your advantage in the transaction
fast, comfortable, polite space
Holidays (free ATM card opening, customer gifts...) are appropriate.
17 Bank staff understand special needs 0.0 | 0.0 | 14.9 | 76.3 | 8.8 | 3.06 |
Tangible means 18 Banks have modern facilities and equipment 0.0 | 0.0 | 20.2 | 59.6 | 20.2 | 3.78 |
19 Bank employees work in uniform 0.0 | 0.0 | 4.4 | 60.5 | 35.1 | 4.22 |
20 Branch locations, transaction offices distributed 0.0 | 0.0 | 5.3 | 57.0 | 37.7 | 4.28 |
21 Banks have spacious transaction space, 0.0 | 0.0 | 15.8 | 65.8 | 18.4 | 3.83 |
22 Counters, product documentation designed 0.0 | 0.0 | 46.5 | 51.8 | 1.8 | 3.43 |
your special and urgent needs when coming to the bank
modern (ATM, money counter, computer...)
neat, polite, even and convenient
airy (garage, transaction room...)
attractive design, scientific layout
Note: Rating level: 1- Strongly disagree; 2- Disagree; 3- Neutral; 4- Agree; 5- Strongly agree
Source: Data processing with SPSS
Through Table 2.30, it can be seen that customers rate the factors affecting the quality of KHCN lending services at Vietcombank Hue at a fairly high level. Specifically, in the group of 5 criteria of the factor " Trust", we see that every criterion has a "disagree" rate, especially the criterion " The bank always implements the terms related to the service as committed (time of service provision, consultation, guarantee, etc.) " and the criterion " You feel secure when making transactions at the Bank". The "disagree" rating accounts for a fairly high rate, corresponding to 21.9% and 14.2%. This requires Vietcombank Hue to consider and overcome the disadvantages of these 2 criteria.
For the factor “ Responsiveness”, all 3 criteria have an average rating, especially the criterion “ Bank staff always serve all customers fairly ” with 8.8% of disagreeing opinions. This requires Vietcombank Hue to have better policies for customers and more reasonable measures for employees in caring to understand the needs and solve customers' problems.
For the factor “ Service capacity ”, there are a number of opinions with a high average score. The rate of opinions “Strongly disagree” and “Disagree” has no opinion. The criteria “ You feel safe and confident when making transactions with the Bank ” and “ Bank staff communicate well, politely and courteously with customers ” have a high average score. To improve the quality of service for
loans from science and technology, competing well with other banks in the area, in the coming time
Vietcombank Hue needs to promote this factor.
Similarly, for the factor " Empathy ", all 3 criteria have an average rating, especially the criterion " You wait for your turn to transact quickly, in a comfortable and polite space " with 80.7% of opinions agreeing; the criterion " Bank staff understand your special and urgent needs when coming to the bank " has 76.3% of opinions agreeing; the criterion " Bank staff always care about your interests in transactions " has 61.4% of opinions agreeing. It is required that Vietcombank Hue needs to further promote its lending policies for customers.
For the factor “Tangible means ”, all 5 criteria have a fairly high rate of opinions reaching agreement, especially the criterion “ Branch locations and transaction offices are evenly distributed and convenient ” with a high average score of 4.31; “ Bank staff work in neat and polite uniforms ” with a high average score of 4.29; the criterion “ The bank has a spacious and airy transaction space (parking lot, transaction office...)” with an average score of 4.01.
2.3.5.2. Evaluation of bank staff on the quality of personal loan services at Vietcombank Hue
Table 2.31 shows that different criteria are evaluated at different levels by Vietcombank Hue staff surveyed.
For the factor "Trust", most of the employees highly appreciated, however, there were also 18.5% of opinions disagreeing with the criterion " The bank always provides full loan information ". For the 3 criteria of the factor "Responsiveness", it shows that all 5 criteria have a high rate of "Agree" and "Strongly agree" opinions, however, there are also 2 criteria " Bank staff are ready to advise, answer and promptly respond to all your questions " with a rate of "Disagree" accounting for 5.6% and the criterion "Bank staff always serve fairly with all customers coming to transact" with a rate of "Disagree" accounting for 16.7%. This shows that there are still some employees who are not proficient, especially new employees and the procedures and forms are still complicated, many customers cannot understand the meaning and have to ask for explanation and support from bank staff. Therefore, in the coming time, Vietcombank Hue needs to have better measures for these criteria.
1 | 2 | 3 | 4 | 5 | |
Trust 1 Bank guarantees customer information 0.0 | 0.0 | 57.4 | 40.7 | 1.9 | 3.38 |
The Bank always complies with the relevant terms and conditions. 2 regarding the service as committed (time 0.0 | 0.0 | 88.9 | 7.4 | 3.7 | 3.82 |
providing services, consulting, guarantees, etc.) 3 Banks provide services on time as promised 0.0 | 0.0 | 55.6 | 40.7 | 3.7 | 3.53 |
4 Do you feel secure when making transactions at 0.0? | 0.0 | 87.0 | 11.1 | 1.9 | 3.91 |
5 Banks always provide full information 0.0 | 18.5 | 55.6 | 24.1 | 1.9 | 3.13 |
Response 6 Bank staff serve you quickly 0.0 | 0.0 | 31.5 | 59.3 | 9.3 | 3.80 |
7 Bank staff are ready to advise, answer and 0.0 | 5.6 | 27.8 | 53.7 | 13.0 | 3.89 |
8 Bank employees always serve fairly 0.0 | 16.7 | 51.9 | 29.6 | 1.9 | 3.25 |
Service capacity 9 Bank staff guide procedures 0.0 | 0.0 | 22.2 | 48.1 | 29.7 | 4.22 |
10 Bank staff communicate well, polite, courteous 0.0 | 0.0 | 18.5 | 55.6 | 25.9 | 4.33 |
11 Do you feel safe and confident when doing 0.0 | 0.0 | 18.5 | 63.0 | 18.5 | 4.18 |
12 Bank staff with adequate professional knowledge 0.0 | 0.0 | 7.4 | 68.5 | 24.1 | 4.38 |
13 Bank employees perform transactions 0.0 | 0.0 | 18.5 | 68.5 | 13.0 | 4.11 |
Empathy 14 Bank employees always care about rights 0.0 | 0.0 | 7.4 | 72.2 | 20.4 | 3.37 |
15 You wait for your turn to make a quick transaction 0.0 | 0.0 | 9.3 | 77.8 | 13.0 | 3.18 |
Organize promotional programs on occasions 16 holidays (free ATM card opening, 0.0 customer gifts) | 0.0 | 18.5 | 72.2 | 9.3 | 3.97 |
goods…) is appropriate | |||||
17 Bank staff understand special needs 0.0 | 0.0 | 9.3 | 75.9 | 14.8 | 3.94 |
Tangible means 18 Banks have modern facilities and equipment 0.0 | 0.0 | 29.7 | 61.1 | 9.3 | 3.99 |
19 Bank employees work in uniform 0.0 | 0.0 | 9.3 | 57.4 | 33.3 | 4.29 |
20 Branch locations, transaction offices distributed 0.0 | 0.0 | 68.6 | 31.5 | 0.0 | 4.31 |
Table 2.31. Staff assessment of factors affecting the quality of personal loan services
No. Criteria Rating level (%)TBC
well secured and carefully kept
Bank loan
fast, enthusiastic
Respond promptly to all your inquiries
with all customers coming to trade
fast, complete, easy to understand
be nice to customers
currently dealing with the Bank
to advise and answer your questions
Exactly
your advantage in the transaction
fast, comfortable, polite space
your special and urgent needs when coming to the bank
modern (ATM, money counter, computer...)
neat, polite